Senior Manager, Technology Business Services

The Sr. Manager of Technology Business Services is responsible for overseeing and managing services that are shared across multiple departments or business units within the IT organization, while also providing executive support to IT Leadership. The role involves ensuring the seamless delivery of shared IT resources, optimizing service delivery, ensuring consistency in IT operations, and enhancing efficiency across the organization. He/she will drive business analysis and process engineering initiatives, act as a SCRUM Master, champion change management and IT communications, and leverage deep expertise in Jira to align business services with Agile delivery. Additionally, this role will provide foundational oversight for the IT budget, vendor relations, event planning, and contract management. This position will partner with ITSL to support the eventual standardization and rollout of KPIs and performance metrics. The role involves collaboration with internal teams and business leaders to ensure that shared services meet business needs while supporting IT governance standards.

 

Duties and Responsibilities: 

Business Analysis Oversight & Agile POD Leadership:

BA Practice Leadership: Direct and oversee the Business Analysis function, establishing best practices, standardizing requirement-gathering templates, and ensuring high-quality output of Epics, User Stories, and process maps.

Agile POD Management: Strategically design, build, and oversee cross-functional Agile delivery PODs. Ensure that BAs and technical resources are effectively allocated across PODs to meet fluctuating business demands and project priorities.

Scrum Master (SM) Oversight: Manage and mentor the Scrum Master POD. Provide leadership and coaching to Scrum Masters to ensure Agile ceremonies are effective, continuous improvement is fostered, and team velocity is optimized.

IT Governance:

Steering Committee Facilitation: Orchestrate and manage the IT Manager Steering Committee, preparing agendas, facilitating leadership discussions, and ensuring alignment on project prioritization and IT strategy.

Business Case Review & Intake: Organize and lead the rigorous review of business cases for proposed technology investments. Evaluate submissions for strategic fit, expected ROI, risk, and resource capacity before presenting them to the Steering Committee for approval.

Governance Communications: Drive transparent, high-quality IT communications regarding governance processes. Ensure cross-functional stakeholders are consistently informed of Steering Committee decisions, portfolio health, and changes to IT policies

Budget and Financial Management:

Develop and Manage Budget: Create, manage, and track the annual budget for shared IT services, ensuring services and resources are allocated appropriately to meet organizational needs while controlling costs.

Forecasting: Regularly forecast IT costs and update budget estimates as necessary to reflect changes in service demand, new projects, or unforeseen expenses.

Cost Optimization: Identify opportunities for cost reduction and operational efficiency without sacrificing service quality. This could involve partnering with ITSL in the negotiation with vendors, adoption of new technologies, or streamlining processes. 

Vendor & Contract Management:

Act as the main liaison between IT and the Legal Department in the review and approval process of all technology contracts.

Manage relationships with third-party vendors and service providers that deliver shared IT services.

Ensure vendors comply with contractual obligations and perform according to agreed-upon standards.

Manage the annual renewal schedule of IT vendors for all systems and applications.

Resource Management:

Recruitment and Onboarding: In collaboration with HR, define job descriptions, identify staffing needs, and participate in recruitment efforts to fill open positions in the shared services team. Oversee the onboarding process for new hires, ensuring they are integrated into the team and trained on internal processes and tools.

Resource Allocation: Monitor resource allocations of human resources effectively across different IT service areas (e.g., support, infrastructure, applications) to maximize efficiency and ensure the right skills are applied to the right tasks. Properly managing resources—whether human, technical, or financial—ensures that IT operations run smoothly, that capacity is well-utilized, and that services meet both business and operational needs. Allocate resources effectively to ensure the delivery of high-quality services while staying within budget.

Quality Engineering:

Quality Assurance Strategy: Define and implement robust quality engineering fram